Duck Creek Technologies

Duck Creek Technologies

Major Incident Manager

Bay Area, CA · Senior

No sponsorship$97k-$139kDetected 13 days ago
AWSAzureCloud PlatformsCI/CDDevOpsAgentic AIIncident ResponseAccessibilityLeadershipCommunicationCollaborationProperty & Casualty

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odds of building a lasting career here

47Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds (Level II)66
Fits your clock70

Sponsors, but it's cap-subject — you still face the weighted lottery (~30% per draw at Level II). Good if you win; have a cap-exempt backup on your list.

Lottery odds assume a STEM candidate.

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About the role

  • Enable your career to be Made on Duck Creek.
  • Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.
  • Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most.

Responsibilities

  • Lead end-to-end incident resolution for major incident events through orchestrating combined technical efforts of responding teams.
  • Assume ownership of major incidents and drive coordinating efforts on live bridge calls to ensure quick resolution of impacting events.
  • Own internal and external communications during major incidents.
  • Maintain clear and continuous communication with stakeholders during incidents, providing timely updates.
  • Lead post incident review meetings with stakeholders to confirm event details and assign problem investigators.

Requirements

  • Augment Change Managers and / or Problem Managers as required in the performance of those responsibilities.
  • Bachelor's or master's Degree and/or equivalent experience relevant to functional area.
  • 5+ years of experience in incident management, IT operations, or a similar role.
  • Experience with ServiceNow ITSM and on‑call incident coordination via PagerDuty (or comparable ITSM/on‑call tools).

Skills

  • Strong understanding of AI tools such Claude, CoPilot, and ChatGPT
  • Understand a wide breadth of technical concepts across a CI/CD and SaaS environment.
  • Background in cloud-based systems and DevOps practices preferred.
  • Certification in ITIL, incident management, or related frameworks preferred.
  • Experience in SaaS or technology product companies preferred.
  • Strong leadership and decision-making skills under pressure.
  • Excellent verbal and written communication skills for both technical and non-technical audiences.
  • Deep understanding of IT service management principles and practices.
  • Familiarity with modern monitoring and incident management tools.
  • Demonstrated ability to build consensus across diverse teams.
  • Effective at maintaining calm and focus during critical situations.
  • Helping careers take flight.

Compensation

  • Actual compensation for this role is determined based on a variety of factors, including job-related skills, experience, qualifications, internal equity, and geographic location, where permitted by law.

Company info

  • Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.
  • Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.
  • We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.
  • If working in a fast-paced, rapidly evolving company that is transforming one of the world's oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join "The Flock"!
  • Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry.
  • We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations.
  • Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand.
  • With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.
  • We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer.
  • We empower our employees with the choice to work from an office, from home, or on a hybrid schedule.
  • Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.
  • If working in a fast-paced, rapidly evolving company that is transforming one of the world's oldest and largest industries sounds exciting, let us know.
  • We are excited you are considering Duck Creek as a future employer and hope you decide to join "The Flock"!
  • To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information - LinkedIn and Twitter.
  • Title: Major Incident Manager
  • The Incident Manager is responsible for orchestrating the response to high-impact incidents, ensuring timely resolution, minimizing service disruption, and maintaining communication across stakeholders. The role demands exceptional crisis management skills, technical acumen, and a strong ability to coordinate cross-functional teams under pressure.
  • Identify and remove blockers, escalate appropriately, and continuous momentum of troubleshooting efforts.
  • Ensure adherence to established incident management processes and protocols.
  • Contribute to the improvement of incident response runbooks and documentation.
  • Translate technical details into business-impact language (scope, severity, risk, ETA, confidence level).
  • Ensure safe execution of mitigations, rollbacks, feature flags, and failovers
  • Track and report on incident metrics, identifying patterns and areas for systemic improvement.

Visa & Work Authorization

  • Legally authorized to work in the country of job location.
  • The Company does not sponsor visa petitions for this position.
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This listing is sourced directly from Duck Creek Technologies's careers page and normalized into a canonical job model.